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Telecom Consumers Charter

Vodafone India

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Contents

About Tariffs 3

About MNP 3

About VAS 4

About Telecom Commercial Communication customer

Preference regulation 4

Complaint registration process 5

Our responsibilities 5

Our contact details 6

Branch office address 7

Appellate Authority 8

Quality of Service 9

Terms and Conditions (Postpaid customer) 10

Terms and Conditions (Prepaid customer) 15

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Vodafone India Limited is a member of the Vodafone PLC Group and commenced operations in 1994 when its predecessor
Hutchison Telecom acquired the cellular service license for Mumbai.
The company now has operations across the country with over 150 million customers. Vodafone India Limited has been awarded the “Best
Mobile Service Provider 2011” at the Aegis Graham Bell Awards 2011.

What you need to know about tariffs


To know your current tariff just dial *199#. A tariff plan once offered shall be available for a minimum period of six months
from the date of enrolment to that tariff plan. You are free to choose any other tariff plan, even during the said six months
period. To know the best tariff for you, just dial 121.
All requests for the change of a postpaid tariff plan shall be accepted and implemented immediately or from the next billing
cycle, this will be confirmed to you at the time of placing the request.

What you need to know about NMNP


 National Mobile Number Portability (NMNP) allows you to retain your existing mobile telephone number
when you move from one access provider to another irrespective of the mobile technology or from one
cellular mobile technology to another of the same access provider, Inter-Circle Pan-India (Full) MNP.

Salient features of MNP under these regulations are as follows:


i. MNP facility is available Inter-Circle Pan-India (Full) MNP.
ii. You can make a porting request only after 90 days of the date of activation of your mobile connection. If your mobile
number has already been ported once, the number can again be ported only after 90 days from the date of the previous
porting.
iii. If you desire to port out your mobile number, you should approach the Recipient operator (the operator to whom you want
to port your number). You may be required to pay porting charge up to a maximum of `4/- to the Recipient Operator. You
will need to obtain a Customer Acquisition Form (CAF) & Porting Form. You need a ‘Unique Porting Code’ (UPC). To obtain
UPC send SMS from the mobile number you want to port to the number ‘1900’ with text ‘PORT’ followed by space followed
by your 10 digit mobile number you want to port. It may be noted that you will receive an auto generated 8 digits UPC from
the Donor operator. The UPC is valid for 15 days.
iv. If you are a Postpaid customer making a porting request, you should clear all the bills issued prior to the date of porting
request. You will also have to give Vodafone an undertaking that you shall pay dues till eventual porting. In event of non-
payment, the ported mobile number shall be liable to be disconnected by the Recipient Operator. If you are a Prepaid
customer, please note that the balance amount of talk time, if any, at the time of porting will lapse.
v. You may experience “no service” period for upto 2 hours.
vi. You may withdraw your porting request within 24 hours of its submission to the Recipient Operator.
vii. A maximum time period of 7 days is required for the completion of porting process in all licensed service areas except in the
case of J&K, Assam and North East licensed service areas where the maximum time allowed is 15 days.
viii. You will need to insert a new SIM to access the service of the new operator after porting.
Vodafone can reject your request on following grounds:-
a) there are outstanding payments due from you by way of pending bill or bills, as the case may be, issued as per the normal
billing cycle but before the date of application for porting;
b) the porting request has been made before the expiry of a period of ninety days from the date of activation of a new
connection;
c) a request for change of ownership of the mobile number is under process;
d) the mobile number sought to be ported is sub-judice;
e) porting of the mobile number has been prohibited by a Court of Law;
f) the unique porting code mentioned in the porting request does not match with the unique porting code allocated by
Vodafone for the mobile number sought to be ported;
g) there are subsisting contractual obligations in respect of which an exit clause has been provided in the subscriber
agreement but you have not complied with such exit clause:

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What you need to know about VAS
No Value Added Service shall be provided to you without your explicit consent. If there are any Value Added Services that are
provided to you free as part of a trial or a free look period, the same shall not be charged post the free look period without
your explicit consent. Three days before the renewal of a Value Added Service you are subscribed to, you will receive an SMS
confirming the due date of renewal of the said service along with charges and a toll free telephone number that will allow you
to unsubscribe from the Value Added Service.
Dial 123(toll free) to know more on VAS offers available to you. You can easily deactivate any of your subscribed Value Added
Services through our toll-free number 155223 either by IVR or by SMS.
• IVR – Dial 155223. After the language selection, list of all subscribed VAS will be narrated with option to deactivate.
• SMS – SMS STOP to 155223. List of all subscribed VAS will be sent by SMS with request to send the option by return SMS.
The service shall be deactivated within 4 hours with a confirmatory SMS.
How to subscribe
You can do this conveniently through one single SMS short code 321 (toll free), using a single keyword START to activate.
When you send ‘START’, you will get a list of categories which contain popular VAS Services which you may wish to activate.

What you need to know about Telecom Commercial Communication Customer


Preference Regulation
If you do not want to receive commercial communications (call/sms), you can dial or SMS to 1909 (toll free) and register in
either of the two categories:
Fully Blocked Category- stoppage of all commercial Calls/SMS Partially Blocked Category- stoppage of all commercial
Calls/SMS except SMS from one of the opted preferences. For registering option using SMS, for ‘Fully Blocked Category’, write
“START 0” and send it to 1909. For ‘Partially Blocked Category’, send SMS ‘START’ with one or multiple options from the list of
seven categories. There are at present 7 preferences to choose from- Banking/Insurance/Financial Products/Credit Cards-1,
Real Estate-2, Education-3, Health-4, Consumer goods and automobiles-5, Communication/Broadcasting/Entertainment/IT-
6, Tourism-7.
For example: To receive messages relating to only Health products, send SMS “START 4” to 1909. Similarly, for receiving
messages related to Real Estate and Education, send SMS “START 2, 3” to 1909.

“National Customer Preference Register” is a national data base containing a list of the telephone numbers of all subscribers
who have registered their preferences regarding receipt of commercial communications maintained by TRAI. You can register
a complaint within 72 hours of the UCC (Unsolicited Commercial Communication) by calling 1909 or by sending an SMS to
1909 “short description of the unsolicited commercial communication, XXXXXXXXXX, dd/mm/yy” where XXXXXXXXXX– is the
telephone number or header of the SMS, as the case may be, from which the UCC has originated. You can also register a
complaint on our website-www.vodafone.in or email us on our Unsolicited Commercial Communication Email Id. .” Vodafone
will seek a response from the originating operator and inform you of the action taken within 7 days. All telemarketers, before
starting any telemarketing activity have to register with TRAI. Telecom resources used for Telemarketing activity shall have a
specific number range allocated 140 XXX XXXX. No telemarketing (Voice Call or SMS) is permitted between 9.00 PM to 9.00 AM

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Process for registration of a complaint
We’d like you to have a good experience each and every time you do business with us. If you’ve faced any inconvenience or are displeased
with any of our services, whatever the reason is, you can get in touch with us and we’ll try to resolve it as soon as possible.
Vodafone Care
To register your complaint with us:
You can reach us on Vodafone Care, 24 hours a day, any day of the year and we will be Happy to Help. For any complaints or service requests,
call the customer care number 198 (toll free) and for queries on our product and services, call the general information number 199 from
your Vodafone mobile phone {Charges 50p/3min (If you speak to an agent/obtain personal assistance). (more details on page 5). Or Write to
the Manager - Customer Service for your region Or Visit us personally at a Vodafone Store near you. Please ensure you’re provided with the
complaint docket number (a unique complaint number) while registering your complaint at Vodafone Care. You’ll need it for all future
communications concerning a complaint.
Appellate Authority - Appeal process
If you’re unsatisfied with the response from Customer Care, you can make a further appeal to the Appellate Authority in your region with
your complaint docket number (Appellate Officer details on page 7).
While making an appeal to the Appellate Authority it’ll help if you keep in the mind the following points:
You must file the appeal within 30 days after the expiry of the complaint resolution time limit. If there was any reason why you cannot file
the appeal within 30 days, please do let us know, we may consider your case (upto 3 months)
• Your appeal must be submitted through the duly completed Appeal Form (in duplicate, available on the website and in the Vodafone
Stores)
• You need to provide your complaint docket number while contacting the Appellate Authority. This will help the Appellate
Authority to get your entire case history.
• The docket number of your appeal will be communicated to you within 3 days of filing your complaint. The appeal will be decided
within 39 working days from the date of filing your complaint. We will let you know the resolution time along with your complaint
docket number through SMS as well.
You can further appeal to the Appellate Authority by calling on 198 (Toll Free)

Disconnection of Service
You can terminate the services by sending a written request via Fax, E-mail or by a telephone call to us. The services will be disconnected
within seven days of your request. The termination of service shall be subject to the return or recovery of the equipment, wherever
applicable. Any amount if due after adjusting the outstanding dues, will be refunded within 60 days.

Our responsibilities
Vodafone Care will:
• Identify and accept your complaint
• Register all complaints and allocate a unique complaint docket number to your complaint
• Ensure all details required for resolution of the complaint are understood and noted
• Communicate the complaint docket number and the complaint resolution time limit given to you
• Communicate the solution of the complaint to you by phone or other electronic media within the stipulated
timeframe.
• You may also choose to approach the appellate authority, details on page 17, if you’re not satisfied by the resolution.
Time taken to address your complaint:
As per the timelines specified by the regulation from time to time .The same will be confirmed to you at the time of registering a
complaint.
The Appellate Authority will:
• Accept your appeal while capturing the docket number issued to you by Vodafone Care
• Re-register your complaint and allocate another unique docket number (with details of previous docket number included)
• Communicate this docket number and the complaint resolution time to you
• Do Root Cause Analysis and communicate the solution to you by phone or other electronic media within the stipulated
timeframe.
Time taken to address your appeal:
39 working days from the filing of the appeal

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Our contact details

Vodafone Care
For any information on our services, products, new tariffs, new plans, offers, activation & deactivation processes and any other queries or
details, please dial 199 (toll free IVR) from your Vodafone phone or Email as below. This IVR is available 24x7.
For any complaint and services request, you can call our toll free IVR number 198 (24X7) from your Vodafone number.

Region Contact No. Email

Andhra Pradesh 9885098850 vodafonecare.ap@vodafone.com

Assam 9706097060 vodafonecare.ane@vodafone.com

Bihar & Jharkhand 9709097090 vodafonecare.bihar@vodafone.com

Chennai 9884098840 vodafonecare.chn@vodafone.com

Delhi 9811098110 vodafonecare.del@vodafone.com

Gujarat 9825098250 vodafonecare.guj@vodafone.com

Haryana 9813098130 vodafonecare.har@vodafone.com

Himachal Pradesh 9736097360 vodafonecare.hp@vodafone.com

Jammu & Kashmir 9796097960 vodafonecare.jk@vodafone.com

Kerala 9846098460 vodafonecare.ker@vodafone.com

Kolkata 9830098300 vodafonecare.kol@vodafone.com

Karnataka 9886098860 vodafonecare.kar@vodafone.com

Madhya Pradesh & Chhattisgarh 9713097130 vodafonecare.mpcg@vodafone.com

Maharashtra & Goa 98230 98230 vodafonecare.mah@vodafone.com

Mumbai 9820098200 vodafonecare.mum@vodafone.com

North East 9774097740 vodafonecare.ane@vodafone.com

Tamil Nadu 9843098430 vodafonecare.tn@vodafone.com

Odisha 9776097760 vodafonecare.ors@vodafone.com

Punjab 9888098880 vodafonecare.pun@vodafone.com

Rajasthan 9828098280 vodafonecare.raj@vodafone.com

UP (W) 9719097190 vodafonecare.upw@vodafone.com

UP (E) 9839098390 vodafonecare.upe@vodafone.com

West Bengal 9732097320 vodafonecare.wb@vodafone.com

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Branch office address
You can write to Manager - Customer Service in your region.
Corporate Address
Mumbai Vodafone India Limited, Peninsula Corporate Park, Ganpatrao Kadam Marg, Lower Parel, Mumbai - 400 013.
Region Address
Andhra Pradesh Vodafone Mobile Services Limited, 6th Floor, Varun Towers II, Begum pet, Hyderabad 500 016.
Assam Vodafone Mobile Services Limited, RED DEN, NH – 37 Katahbari, Gorchuk, Guwahati - 781035, Assam.
Bihar & Jharkhand Vodafone Mobile Services Limited, May Fair Building, Hinoo,Ranchi, Jharkhand - 834002.
Chennai Vodafone Mobile Services Limited, 9th Floor, TVH Beliciaa Tower 1, Block 94, MRC Nagar, Chennai - 600 028.

Delhi Vodafone Mobile Services Limited, C-48, Okhla Industrial Area, Phase II, New Delhi - 110 020.
Gujarat Vodafone Mobile Services Limited, Vodafone House, Corporate Road , Prahladnagar, Off S.G. Highway ,
Ahmedabad -380 015”

Haryana Vodafone Mobile Services Limited, Plot No 173, Sec - 3, HSIIDC Industrial Area, Karnal, Haryana - 132001.
Himachal Pradesh Vodafone Mobile Services Limited,130, Durga Cottage, SDA complex, Kasumpti, Shimla - 171009.
Jammu & Kashmir Vodafone Mobile Services Limited, Ground Floor, Bachittar Complex, Opp. K. B. Public School, Channi Himmat,
Narwal By Pass, Jammu - 180 011.
Kerala Vodafone Mobile Services Limited, 4th Floor, Angel’s Arcade, South Kalamassery, Cochin University
P.O., Cochin - 682022.
Kolkata Vodafone Mobile Services Limited, DLF IT Park, Block AF, 15th Floor, 08 Major Arterial Road, New Town,
Rajarhat, Kolkata - 700 156.
Karnataka Vodafone Mobile Services Limited, 3rdFlr,A Block, Maruti Infotech Ctr,Koramangala Intermediate Ring Rd,
AmarJyoti Layout,Bangalore-560071.
MP & Chhattisgarh Vodafone Mobile Services Limited, 2nd Floor, Centre Point,New Market, T. T. Nagar, Bhopal, Madhya Pradesh -
462003.
Maharashtra & Goa Vodafone Mobile Services Limited, The Metropolitan, FP No 27, Survey No 21, Old Pune-Mumbai Highway,
Wakdewadi, Shivaji Nagar, Pune - 411 003
Mumbai Vodafone India Limited, 2nd Floor, Skyline Icon, 86/92, Andheri Kurla Road, Marol Naka, Nr Mittal
Industrial Estate, Andheri (East), Mumbai - 400 059.
North East Vodafone Mobile Services Limited, New Downtown Diagnostic Center, Arbuthnot Road, Laitumkhrah, Shillong,
Meghalaya - 793003.
Odisha Vodafone Mobile Services Limited, Unit - 41, E 52, Infocity, Chandrasekharpur, Chandaka Industrial Estate,
Bhubaneswar 751024
Punjab Vodafone Mobile Services Limited, C-131, Industrial Area, Phase VIII, Mohali - 160 071.
Rajasthan Vodafone Mobile Services Limited, 5th floor, Gaurav Towers, Malviya Nagar, Jaipur - 302 017.
Tamil Nadu Vodafone Mobile Services Limited, 9th Floor, TVH Beliciaa Tower 1,Block 94,MRC Nagar,Chennai-600028

UP (East) Vodafone Mobile Services Limited, Shalimar Titanium, Plot Number – TC/G – 1/1, Vibhuti Khand,
Gomti Nagar, Lucknow – 226010, India.
UP (West) Vodafone Mobile Services Limited, B1/H5, 2nd Floor, Mohan Cooperative Industrial Estate, Mathura
Road, New Delhi - 110 044.
West Bengal Vodafone Mobile Services Limited, DLF IT Park, Block AF, 15th Floor, 08 Major Arterial Road, New Town,
Rajarhat, Kolkata - 700 156.

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Appellate Authority

Region Appellate No. Fax No. Email

Andhra Pradesh 040 -71718600 040 -27764700 ANDHRAPRADESH.APPELLATE@vodafone.com

Assam 9706024365 9706197061 appellate.asm@vodafone.com

Bihar & Jharkhand 9709018279 0651 -2253084 appellate.bih@vodafone.com


Chennai 9962099625 9843012345 appellate.tamilnadu@vodafone.com

Delhi 011-71032211 011-26940154 appellate.delhi@vodafone.com

Gujarat 7567860602 9825025989 appellate.guj@vodafone.com

Haryana 9813090003 9813098136 appellate.har@vodafone.com

Himachal Pradesh 9736397363 0177 -2628926 appellate.hp@vodafone.com

Jammu & Kashmir 9796097979 9796097962 appellate.JnK@vodafone.com

Kerala 9946123456 0484 -2556007 appellate.ker@vodafone.com

Kolkata 9830140409 98300 98241 appellate.kol@vodafone.com

Karnataka 080 -71712000 080 -71711010 appellate.kar@vodafone.com

Madhya Pradesh & 9713097132 9713012345 appellate.mpcg@vodafone.com


Chhattisgarh
Maharashtra & Goa 020 -71718181 020 -71716666 appellate.mah@vodafone.com

Mumbai 9820015713 022 -66661200 appellate.mum@vodafone.com

North East 9774024365 9774197741 appellate.nes@vodafone.com

Odisha 9776098820 0674-7171767 appellate.ors@vodafone.com

Punjab 9888012346 0172 -5090300 appellate.pun@vodafone.com

Rajasthan 9828996200 98280 98285 appellate.raj@vodafone.com

Tamil Nadu 9943499434 9843012345 appellate.tamilnadu@vodafone.com

UP (East) 9721980180 0522-2723974 appellate.upe@vodafone.com

UP (West) 9719293245 011- 71710001 appellate.upw@vodafone.com

West Bengal 9830199999 9732097666 appellate.wb@vodafone.com

Work timings: 9:30 AM to 6.00 PM, Monday to Friday

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Quality of Service Benchmark as Prescribed by Regulator

Name of Parameter Benchmarks Averaged over a period

Metering and billing credibility - Postpaid Not more than 0.1% One Billing Cycle

Metering and billing credibility – Prepaid Not more than 0.1% One Quarter

Resolution of billing/ charging complaints 98% within 4 weeks and One Quarter
100% within 6 weeks

Period of applying credit/ waiver/ adjustment Within 1 week of One Quarter


to customer’s account from the date of resolution of complaint
resolution of complaints
Accessibility of call center/ customer care ≥ 95% One Quarter

Percentage of calls answered by the operators ≥ 95% One Quarter


(voice to voice) within 90 seconds

Termination / closure of service ≤ 7 days One Quarter

Time taken for refund of deposits after closures 100% within 60 days One Quarter

Quality of Service Promised*

* Though Vodafone India Limited will strive to meet the prescribed benchmarks but due to technical/practical
reasons it might vary which will be duly intimated to the regulator.

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Terms and Conditions (for Postpaid Customer)
It is agreed between “VIL” & “Customer” as follows:

1. Definitions:
i) ‘Additional Services’ means any services provided by VIL, other than an in addition to the transmission of voice calls “Voice
Services”.

ii) ‘Authority’ shall mean the Department of Telecommunications (DoT), Telecom Regulatory Authority of India

(TRAI), Ministry of Communication and Information Technology (MOCIT), Government of India (GOI) and includes any officer of
the Authority.

iii) “Corporate Plan” shall mean tariff structure devised by VIL for Corporate Customers.

iv) ‘Charges’ means all fees, charges/ tariffs, interconnection cost and rates chargeable by VIL from time to time for provisioning
to the Customer the Voice Services and Additional Services (collectively “services”) and all levies payable to the Authority,
including but not limited to Wireless Planning Commission (WPC), fixed line and other Government levies.

v) ‘Customer’ shall mean any person, partnership firm or such other organization which avails of the Services by entering into the
requisite contract comprised of “Customer Acquisition Form” (CAF), Verification documents etc and is subsequently activated on
Customer on VIL to use the Services.

vi) ‘DoT’ means Department of Telecommunications. Ministry of Communication and Information Technology,

Government of India.

vii) ‘Equipment’ shall include any GSM compatible cellular telephone, necessary for connection to the network in order to use the
services.

viii) ‘Government’ shall mean the Government of India and/or State Government of MUMBAI or such other local Authority, as the
case may be.

ix) ‘GSM’ means Global System for Mobile Communications.

x) ‘Network’ shall mean VIL telecommunications network for providing the services.

xi) ‘Services’ shall mean all the cellular mobile telecommunications services made available by VIL through its

Network, including the additional services.

xii) ‘SIM Card’ mean Subscriber Identification Module Card.

2. Provision of Services:
VIL agrees to provide the services to the Customer subject to terms and condition of this Agreement. The

Customer will be required to fill in an additional CAF and provide the requisite verification details/documents for all additional
connections (Individual/Individual Owned & Individual Paid (IOIP).

3. Obligation of VIL
i) VIL shall provide services with reference to and subject to the telecommunication operating license provided by DoT for
permitting the operations of a telephony services.
ii) VIL shall use reasonable effort to make services available to Customer at all times.
iii) The Subscriber expressly agrees that activation of the SIM Card shall be subject to verification of the particulars and
documents submitted by the Subscriber including tele-verification.
iv) The availability and quality of services may be affected by factor outside VIL control such physical obstruction, geographic
and weather conditions and other cause of radio interference or faults in other telecommunications network to which network is
connected.
v) The services may be suspended in whole or in part at any time with proper notice and in compliance to existing guidelines,
policies and regulations except if the network fails or requires modifications or maintenance due to a sudden break down of the

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network or part thereof or force majeure event beyond control of VIL. The Customer will remain liable for all charges during the
period of suspension, unless VIL in its discretion decides otherwise.
vi) Please note all extra discounting promos (free SMS, free minutes, call charges on discounted rates, volume discounts on
billing amount, roaming discounts & taxes waivers) on special deals or on Corporate Plans and Closed User Group (CUG),
Vodafone Mobile Connect (VMC), Vodafone Live (VL), Blackberry (BB) and other Data services along with respective discounts on
usage will be activated minimum of 72hrs from date of number activation or the request as the case may be.
vii) The allotment of the cellular number will be made by VIL in its absolute discretion.
viii) In the event of SIM card being lost or stolen, VIL will replace the SIM card as soon as it is reasonable & practicable, subject to
the recovery of any charges for the same.
ix) VIL has the sole right and discretion to vary or increase the charges at any time on reasonable notice to the Customer
subject to regulation.
x) VIL reserve the right to apply a monthly financial limit and such other conditions for charges incurred by the Customer and
to demand interim advance payment and also suspend (and/or disconnect access to the services if such limit is exceeded with
proper intimation and in compliance to existing guidelines, policies and regulations
xi) VIL reserve the right to vary the billing cycle at its sole discretion.
xii) VIL has the right to check the credential of the Customer including the Customer financial standing & to use the services of
any person or agency for such purposes.
xiii) Any waiver, concession or extra time allowed or granted by VIL to the Customer is limited to the specific circumstances in
which it was given and the same shall not affect VIL’s right under this agreement in any manner whatsoever.
xiv) VIL may be required to disclose any information or particulars pertaining to the Customer to any authority, statutory or
otherwise and reserve the right to so comply at its sole discretion.
xv) VIL will not provide Customer data to third parties with the exception being when the data is provided to processors that
print &/or dispatch document to the Customer, collect Customer’s bill, payment/arrears and/or other Customer service or
administration purposes.
xvi) VIL shall address all billing statement and any notice under this agreement or otherwise to the billing address given in this
agreement unless advise in writing, by the Customer.
xvii) Calls to the Customer service center by Customer may be scrutinize only for the purpose of evaluating the quality of
Customer support service.

4. Obligation of the Customers:


The customer hereby expressly agrees

i) To make payment for services on the following basis:

a) Payment will be due when VIL raises the billing statement on the Customer.

b) Payment will be made on or before due date mentioned in the billing statement, failing which VIL shall be entitled to charge
interest@ 18% p.a. and /or late fee on all outstanding charges from the due date till the date of payment and shall be entitled to
discontinue the services with due notice and process laid down in regulatory guidelines and rules

c) VIL shall be entitled to apply payment/deposit made by Customer towards any charges outstanding including for any other
VIL/Cellular connection held by Customer with proper intimation and in compliance to existing guidelines, policies and
regulations

d) Payment will be made by Cash, Credit cards or A/c payee cheque or NEFT/RTGS transfer or Net banking or any negotiable
instrument drawn on any bank in MUMBAI and payable at MUMBAI.

e) The Subscriber shall pay to VIL all charges for the Services, including applicable charges for the value added/supplementary
Services and other payable charges or levies as published and notified by VIL from time to time.

f) In the event of any dispute regarding the charges or bills, pending resolution of such disputes, the Customer agrees to pay VIL
charges billed.

g) VIL shall always endeavor timely delivery of bills. The Customer shall be liable to pay for the services provided and in case
where he/she does not receive the bills on time, the customer should appropriately inform us for a duplicate copy or bill on E-
mail. It will be the customer’s responsibility to make enquiries in case of non-receipt of bills.

h) Charges payable by the Customer are exclusive of taxes, duties or levies as may be applicable from time to time, unless
expressly stated to the contrary in the billing statement.

i) Any advance/security deposit paid by the Customer shall be adjusted against any dues payable by the Customer to VIL and
balance if any will be refunded by VIL within 60 days from the deactivation of the Services.

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ii) Subscriber agrees that he shall not use the mobile number for Telemarketing purposes without a valid TRAI Telemarketer
registration failing which VIL shall be entitled to suspend/disconnect the mobile number as may be required by DoT or any
other authorities from time to time

iii) The Subscriber hereby agrees that it shall be his/her responsibility to call up VIL call centre by dialling 59059 from SIM Card
provided to him and conclude the tele-verification process so as to enable VIL to activate his/her subscribed service plan.

iv) To make advance payment for Charges including tariff plan if billed to Customer by VIL

v) To not use or cause or allow others to use the Services for any improper. immoral or unlawful purpose including in any
manner which may jeopardise or impair the operation of the Network and/or the Services.

vi) Shall only use Equipment approved for use with the Network by DoT.

vii) To comply with any instructions issued by the Government the Authority or VIL, concerning the Customer's access to and
use of the Services.

viii) To inform VIL immediately and confirm the same in writing if the Equipment and/or the SIM Card is lost, stolen or damaged.
The Customer will remain liable for all Charges incurred until the SIM Card is de-activated by VIL

ix) To furnish correct and complete information and documents as required by VIL from time to time. The Services agreed to be
provided by VIL, shall always be subject to verification of the Customer's credentials and documents and if at any time, any
information and/or documents furnished by the Customer is/are found incorrect or incomplete or suspicious. VIL shall be
entitled to suspend/terminate the Service forthwith without any further notice. In case any change of address of the Subscriber,
the Subscriber agrees to inform VIL in writing with regard to change in address and furnish documents in support of such new
address. In case during any time during the subscription, in case the Subscriber does not inform with regard to change in his
address, then VIL reserves its right to disconnect the Services and/or cancel the connection without any notice in this regard
and VIL shall not be liable to the Subscriber in any manner whatsoever.

x) That VIL may suspend the services in whole or in part as per the laid down regulatory guidelines and procedures. VIL reserve
the right to charge for the reconnection as per existing guidelines, policies and regulations

xi) To remain liable for the Charges during the period of suspension and thereafter.

xii) To comply with all applicable laws, rules and regulation regarding the use of the Services and procurement of the Equipment
including but not limited to relevant tax laws and import control regulations.

xiii) To pay to VIL such amount as VIL may be required as interest free security deposit for the due performance of the
Customer’s obligation under these Terms & Conditions. VIL, may set off these amount against any cost, damage or expense VIL
which may suffer or incur as result of customer’s failure to perform any of these obligations. Security Deposit amount shall not
carry any interest.

xiv) To inform VIL, in writing, of any changes in the billing address. Any written communication billing statement or notice from
VIL to the Customer will be deemed as served within 48 hours of posting by ordinary mail.

xv) To notify VIL immediately In case of any complaints with regard to the Services.

xvi) To pay all the costs of collection and legal expenses for recovery of dues from the Customer.

xvii) Subscriber may choose to activate the ‘Cell Information Display’ feature. If the Subscriber does so, any information received
by the Subscriber shall be at the sole discretion of VIL and the Subscriber shall have no objection to the same.

xviii) Not to assign any right or interest under this agreement without prior notice and prior written consent if VIL.

xix) To be bound at all times by any modifications and or variations made to these terms and conditions.

xx) You are not entitled to assign/transfer/resell/lease/rent or create any charge/lien on the SIM Card or Service of any nature
whatsoever. The SIM card in user terminal is non-transferable.

xxi) SIM Card/s and mobile phone service number/s are and shall always be the sole property of VIL and shall be returned by
Customer upon termination and/or de-activation or temporary suspension of Services. Customer shall have no right to the same
at any point of time, for any reason whatsoever.

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xxii) In the event of foreseeing non usage of this connection, subscriber may avail of TRAI mandated “Safe custody” scheme. For
details call 199 or visit www.vodafone.in

5. Validity:
i) Both parties agree that, this agreement has been duly authorized and executed and is valid and binding and is enforceable in
law in accordance with its terms.

ii) The validity construction and performance of this agreement shall be governed by and interpreted in accordance with the
laws of the Republic of India.

6. Governing Law and Jurisdictions:


i) The courts in MUMBAI shall have exclusive jurisdiction.
ii) Should any provision of this agreement be or become ineffective or be held to be invalid, this shall not affect the validity
of the remaining provisions. Any invalid provision in this agreement shall be replaced, interpreted or supplemented as the
case may be in such a manner that the intended economic purpose of the agreement will be achieved.
iii) This agreement is the complete and exclusive statement of the agreement between the parties and it supersedes all
understanding or prior agreement, whether oral or written and all representations or other communications between the
parties.
iv) These terms and conditions are subject to the Indian Telegraph Act of 1885. The rules and regulation framed thereunder
and any statutory modifications or re-enactment for the time being in force and any other Government regulations issued
from time to time.

7. Disclaimer of other warranties:


VIL makes no representation or warranty other than those set forth in this agreement. VIL expressly disclaims all other
warranties express or implied, including, but not limited to any implied warranty or merchantability or fitness for a particular
purpose.

8. Disclaimer of liability
i) VIL shall not be liable to the Customer for any loss or damage whatsoever or howsoever caused, arising directly or
indirectly in connection with this agreement, the Services, their use application or otherwise, except to the extent to
which it is unlawful to exclude such liability.
ii) Notwithstanding the generality of (a) above, VIL expressly excludes liability for consequential losses or damages
including but not limited to any loss of profit, business revenue, goodwill or anticipated savings.
iii) VIL at its discretion, may send to the Customer various information on his/her cellular number through SMS or otherwise,
as an Additional Service. In case the Customer does not wish to receive such information he/she may notify VIL for
discontinuation of such Additional Services or register themselves on The Telecom Commercial Communications
Customer Preference Regulations, 2010.
iv) In the event of any exclusion contained in this agreement shall be held to be invalid for any reason whatsoever, and VIL
becomes/held to be liable for loss or damage that it may otherwise not have been liable such liability shall be limited to
the cost of the Services actually paid for by the Customer to VIL during the relevant period.
v) Customer agrees to indemnify and keep VIL harmless and defend VIL at its own expense from and against all claims
arising as a result of breach of this agreement and from all taxes, duties or levies.
vi) Customer agree that any request/communication received from Customers cellular number on VIL Interactive Voice
Response (IVR) system or Short Message Service (SMS) or General Packet Radio System (GPRS) shall be deemed to be
valid request/communication from the Customer. Nothing herein shall apply with respect to the notice to be given by
the Customer section 9 or any other provisions of this agreement.
9. Termination
i. Either party shall have the right to terminate the agreement by giving 60 days prior notice in writing.
ii. Notwithstanding anything contained herein. VIL shall be entitled to terminate this agreement and the Services if
a. The Government or the Authority either suspends, terminates, nationalizes or takes over the License or the Services
temporarily or otherwise
b. At any time the Customer fails to satisfy the requisite credit checks or provides fraudulent Information to VIL

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c. The Customer fails to pay its subscription or the Charges due
d. The Customer is in breach of any other terms of the agreement and the Customer does not remedy the breach within
seven (7) days of the day of receipt of a written notice from VIL Specifying the breach
iii. The agreement may also be terminated at the option of either party, on the happening of the following events
a) If either party is declared insolvent, bankrupt or is liquidated or dissolved
b) if a trustee or receiver is appointed to take over the assets of either party
c) if the Government or the Authority requires any of this agreement to be revised in such a way as to cause significant adverse
consequences to either party
iv. Termination of this agreement under the preceding provisions shall be without pejudice to and in addition to any right or
remedy available to the terminating party under any applicable law or statute
v. In the event of the termination of the agreement for any reason whatsoever, VCL shall be Entitled to recover all outstanding
Charges and dues from the Customer.
vi. If the agreement is terminated for reasons of fraudulent information provided by the Customer the security deposit shall be
forfeited.

10. Miscellaneous
All notices required to be given to VIL pursuant to this Agreement shall be in writing and shall be directed by registered post to the
Registered Office at VIL along with Customer name and number.

11. Privacy
i) Subject as hereinafter provided in this clause, VIL shall preserve the secrecy of all details of financial transactions between the
Subscriber and VIL to the extent required by general law.
ii) Notwithstanding the foregoing, the Subscriber hereby authorizes VIL to provide information relating to Subscriber’s credit
facility/ies and or other information to statutory /regulatory authorities Parties, Regulators, Organizations, Bodies, Credit Rating
Bureau / Agency as may be deemed necessary at the sole discretion of VIL.
iii) Further, VIL is authorized, without reference to the Subscriber, to comply with any request and demand to furnish any information
about the Subscriber from any Authority under the law.

12) Call Centre Access, Toll Free & General information numbers
i) For any Complaint and Services Request you can call our toll free number 198 IVR from your Vodafone number, this IVR is
available 24x7.

ii) For any information on our services, products, new tariffs, new plans, offers, activations & deactivations process and any other
queries or details on 199 IVR (Toll free) from your Vodafone phone OR call Vodafone on +91 (Circle 10 digit number) from any
phone, this IVR is available 24x7.

iii) If you wish to speak to a Customer Care Executive (Call Center) it is chargeable as per existing regulations

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Terms and Conditions (for Prepaid Customer)
Vodafone India Limited (‘VIL’) or its successor, assignee, transferee, and you (‘you’ or the ‘Subscriber’), mutually
agree to the following terms and conditions
1. a. Charges shall inter-alia include, fees, charges and rates chargeable by VIL for providing you the services and
additional services, wherever applicable.
b.SIM Card shall mean Subscriber Identification Module Card, bearing a cellular phone number for use with the
equipment/handset to enable access to the Network in order to avail of the Services. c. Service or Services shall
mean cellular mobile telephony service and includes any value added service.
2. You can utilise Vodafone Prepaid Recharges (‘VPR’) (i.e. plan vouchers, top up vouchers, recharge slips, e-Top Ups,
special tariff vouchers, etc) that may be available from time to time, on the terms & conditions as per this
agreement & mentioned on/applicable for the respective VPR for recharging/extending validity of the SIM Card.
VIL reserves the right to refuse such recharging/validity extension of a SIM Card at its discretion. The VPRs will be
available in different denominations (which will be inclusive of taxes, processing/access fee and talk time), as
may be decided by VIL.
3. The break-up of the charges payable/paid by you & the validity period for this agreement are set out on the
Vodafone Prepaid SIM pack & each VPR or as notified from time to time by VIL. The charges are non-refundable
in any circumstances whatsoever & are inclusive of service tax and other taxes, if any, payable.
4. Any increase/addition/introduction in taxes and/or levy of any taxes, levies, duties or any other statutory charges
etc (present/future) shall be to your account without any notice to you and shall at all times be deemed to be
part of tariff.
5. Talk time charges will be as per the prevailing tariff applicable for the Service at the time of usage of the Service.
VIL reserves the right to change the tariff, validity or any other terms and conditions applicable on the SIM
Card/Service at any time, at its sole discretion within regulatory guidelines.
6. a. The Service is valid from the date of first call. In case of refilling the Service, the validity period shall be
computed from the date of that refill.
b. If Service is refilled before the expiry of the validity period or within the grace period for carry forward of
residual credit, specifically mentioned on the Vodafone Prepaid SIM Pack (after the expiry of the validity period),
any residual credit shall be carried forward to the next validity period and the mobile service number will be
held valid. No residual credit will be carried forward and shall lapse if the refill is done after expiry of such grace
period for carry forward of residual credit.
c. Further, in case the Service is not refilled within the grace period for refilling mentioned on the Vodafone
Prepaid SIM Pack (after the expiry of the validity period) or VPR, the Service stands cancelled and the mobile
service number may be allotted to another Subscriber as per discretion of VIL.
7. You may call VIL’s Interactive Voice Response (IVR) system in order to know the residue in your account. You
agree that any request/communication on VIL’s IVR system or Short Message Service (SMS) or General Packet
Radio System (GPRS) shall be deemed to be valid request/communication.
8. Not all value added services available with VIL will be made available to you. VIL is entitled to change, vary, add
or withdraw any or all value added services and/or to vary the charges/prices of these services at its sole
discretion within regulatory guidelines.
9. The Subscriber shall pay to VIL all charges for the Services activated by the subscriber, including applicable
charges for the value added/supplementary Services and other payable charges or levies as published and notified
by VIL from time to time.
10. a. VIL and its authorised representatives reserve the right to seek/verify the particulars provided by the Subscriber
/or in any other documents submitted to VIL. The Subscriber expressly agrees that activation of the SIM Card shall
be subject to verification of the particulars and documents submitted by the Subscriber including tele-verification.
b. Subscriber understands and agrees that:
i) he/she shall not hold more than nine connections in his/her individual name in the same telecom service area.
ii) If he/she is foreign national (not being a tourist) then Services will be available only during period of validity if
his/her visa.
iii) If he is a foreign tourist then services will be available only during the period of validity of his/her visa or three
months from the date of activation of Services whichever is earlier.

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iv) If he/she is ship personnel deployed on ships while at the shore then Services will be available only during
period of validity shore permit.
11. The grant of connection and subscription to the Services is at the sole discretion of VIL and VIL reserves the right to
reject any application, for any reason without any liability whatsoever. The information provided by the
Subscriber/gathered by VIL shall become VIL’s property even if the application is rejected.
12. The Subscriber agrees that all the information provided in the Prepaid application form is true and correct and the
Subscriber shall be solely responsible and liable if the same is found incorrect. VIL reserves the right to cancel the
connection and withdraw the service if the information is found to be incorrect at any point of time and the
balance amount on the card will not be refunded. The Subscriber also agrees to provide further information as and
when demanded by VIL, and to comply with all directions, guidelines, instructions etc issued by VIL relating to the
network, services and any/all matters connected to the services of VIL. In case any change of address of the
Subscriber, the Subscriber agrees to inform VIL in writing within 7 days of such change in address and furnish
documents in support of such new address. In case during any time during the subscription, the Subscriber does
not inform with regard to change in his address, then VIL reserves its right to disconnect the Services and/or cancel
the connection forthwith without any notice in this regard and VIL shall not be liable to the Subscriber in any
manner whatsoever. Subscriber hereby agrees that it shall be his/her responsibility to call up VIL call centre on
59059 and conclude the tele-verification process so as to enable VIL to activate his/her service. Subscriber agrees
that he shall not use the mobile number for Telemarketing purposes without a valid TRAI Telemarketer registration
failing which VIL shall be entitled to suspend/disconnect the mobile number as may be required by DoT or any
other authorities from time to time.
13. VIL makes no express or implied warranties whatsoever regarding the Service etc, and shall not be liable to you or
to any other person (legal/natural) on your behalf. You hereby waive and agree to continue waiving any/all claims
for any loss, delays, costs, expenses, fees, judgments, damages, direct, incidental or consequential arising out of
any mistakes, omissions, interruptions, delays, errors, defects or other failures with respect to VIL or the billing
arrangements/IVR system. Privacy of communication is protected so far as permitted by applicable laws. Calls to
the customer service centre by the Subscriber may be scrutinised only for the purposes of evaluating the quality of
the customer support service. VIL will not provide the Subscriber data to third parties with the exception when the
data are provided to processor that print and/or dispatch documents to the Subscriber.
14. VIL shall not be responsible for any civil or criminal liability incurred by the Subscriber due to any misuse of the
Service provided by VIL i.e. any acts of commission or omission by the Subscriber.
15. VIL shall not be liable for any act of commission or omission of any dealer/retailer/ third
party/suppliers/manufacturers/including any agency/company offering any privilege or benefits to Subscriber
without specific permission of authority of VIL.
16. Service quality, functionality, availability and/or reliability may be effected, and/or VIL is entitled to, without any
liability whatsoever, to refuse, limit, suspend, vary or disconnect the Service, in whole or in part, at any time, at its
sole discretion with respect to one/all Subscribers, without any notice, for any reason which is found reasonable
by VIL including, but not limited to the following
a. Government’s rules, regulations, orders, directions, notifications etc including changes thereto, prohibiting
and/or suspending the rendering of such services.
b. Transmission limitations caused by the topographical, geographical, atmospheric, hydrological and/or
mechanical conditions.
c. During technical failure/modification/ upgradation or variation, relocation, repair and/or maintenance of the
systems/ equipment.
d. To combat potential fraud, sabotage, wilful destruction etc
e. If Service is used in any manner, which violates any law etc or adversely affects or interferes in any manner,
the rendering of Services by VIL.
f. Any discrepancy/wrong particular(s) provided by the Subscriber in the Prepaid application form.
g. Breach of any terms and conditions of this Prepaid application form on the part of the Subscriber.
h. if rendering of Services becomes impossible in view of the problems arising on account of Interconnection
between VIL and other telecom service providers.
i. Any other reason which is found to be reasonable by VIL, warranting suspension/disconnection.
j. Force Majeure circumstances (i.e. act of God). Subscriber may choose to activate the ‘Cell Information Display’
feature. If the Subscriber does so, any information received by the Subscriber shall be at the sole discretion of
VIL and the Subscriber shall have no objection to the same.
17. You shall not use the Service for any unlawful or abusive purpose, or for sending obscene, indecent, threatening, harassing,

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unsolicited messages, or messages affecting/infringing upon national or social interest, nor create any damage or risk to
VIL or its network or Subscribers or any other person, natural or legal whomsoever and VIL reserves its right to withdraw its
Services in such circumstances. Any such infringement or misuse shall under no circumstances be attributed to VIL. You
shall be solely responsible for all such acts. You hereby agree to indemnify and hold harmless VIL and its officials/
representatives against all suits, costs, damages or claims of any kind arising out of any act or omission or misuse of the
Service by you or any other person with or without your consent.
18. The Subscriber hereby agrees to indemnify and hold VIL harmless against any claim against VIL for libel or slander arising
out of communications sent or received by the Subscriber on the VIL network. The Subscriber shall also indemnify VIL for
any claim against VIL arising out of any infringement or violation of copyright by the Subscriber or by any one else using the
mobile connection of the Subscriber.
19. You shall comply with all directions/instructions etc, issued by VIL relating to the Network, the Services and any/all matters
connected therewith and provide VIL all other and further information and co-operation as VIL may require from time to
time.
20. You must ensure the safekeeping of the SIM Card, original receipt of payment, and any other important document, as these
might be required from time to time under different circumstances during interface with VIL.
21. In case of a lost/misplaced/stolen etc SIM Card, the entire liability of the lost/misplaced/stolen SIM Card will be borne by
you. No credit shall be given on the available balance of the lost/misplaced/stolen Card to you.
22. SIM Card/s and mobile phone service number/s are and shall always be the sole property of VIL and shall be returned by
you upon termination and/or de-activation or temporary suspension of Services.
You shall have no right to the same at any point of time, for any reason whatsoever.
23. You are not entitled to assign/transfer/resell/lease/rent or create any charge/lien on the SIM Card or Service of any nature
whatsoever, without prior permission of VIL. Any transfer affected in contravention of the express terms contained herein,
shall not absolve the Subscriber of his/her primary duty towards VIL for usage charges levied against the Subscriber.
24. It shall be the sole responsibility of the Subscriber to ensure that the mobile handset is compatible to the frequency
allocated to VIL and other respective roaming service providers, for providing the Services in the service area. It is advised
that the Subscriber should have a dual band handset.
25. The Service is available only for Mumbai. Telecom Service Area
26. Both parties shall act strictly according to the direction of a statutory body/authority, State
Government or Government of India or any Court etc and as per any applicable statute.
27. The Prepaid application form binds the Subscriber/its heirs/executors/ administrators/successors
and permitted assigns to the terms & conditions of the Prepaid application form.
28. VIL, may at its sole discretion, vary, alter or amend any term(s) and condition(s) for providing the
Services due to regulatory, administrative and/or commercial compulsions or for any other reason
considered necessary in the interest of business operations. VIL shall also have the right to amend
this Prepaid application form as this is necessary for the proper provisioning and conduct of the
services on in public interest or is mandated by any change in applicable law or regulation or
consequent to change in the terms on the licence agreement granted to VIL.
29. If any part of this Prepaid application form is held invalid, the remaining provision will remain
unaffected and enforceable, except to extent that VIL’s rights/obligations under the Prepaid
application form are materially impaired. The Subscriber represents that he/she has been fully
informed about the services provided by VIL, its specifications requirements, limitations etc and only
thereupon signed the Prepaid application form. This Prepaid application form is the complete
understanding between the parties hereto and it supersedes all understandings prior to this Prepaid
application form, whether oral or written.
30. VIL’s contractual rights and remedies, as well as those available at law or equity, are independent and
cumulative.
31. The Subscriber has fully read/has been explained in vernacular, verbatim the contents of the Prepaid
application form and understood the contents thereof and has signed it in token of its consent, with
the clear understanding that it is a valid and binding document and can be enforced by in accordance
with the law.
32. In case the Subscriber is a company/firm on any subscription is taken in the company/firm, the

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33. Prepaid application form shall be duly signed and sealed by its constituted and authorised signatory.
The company/firm shall intimate VIL, in writing immediately in case of any change in the constituted
and authorised signatory.
34. I hereby declare my consent to the collection, processing and use of my personal data such as,
including but not limited to, my name, contact details and employment related information for the
purposes using the Services and Additional Services according to VIL’s privacy policy displayed on its
web site www.vodafone.in
35. Mobile Internet and IPhone services are core services which are active in your account by default.
Usage charges will be applicable on use of these services.

36. CIBIL CIBIL (Credit Information Bureau (India) Ltd.) clause:


i) Subject as hereinafter provided in this clause, Vodafone shall preserve the secrecy of all details of financial
transactions between the Subscriber and VIL to the extent required by general law.
ii) Notwithstanding the foregoing, the Subscriber hereby authorizes VIL to provide information relating to
Subscriber's credit facility /ies and or other information to statutory /regulatory authorities Parties, Regulators,
Organizations, Bodies, Credit Rating Bureau / Agency as may be deemed necessary at the sole discretion of VIL.
iii) Further, VIL is authorized, without reference to the Subscriber, to comply with any request and demand to furnish
any information about the Subscriber from any Authority under the law.

37. The validity, construction and performance of this Prepaid application form shall be governed by and interpreted in
accordance with laws of the Republic of India. The Courts of Mumbai shall have exclusive jurisdiction in respect of the
subject matter of this Prepaid application form.

38. For MNP: i) Validity and Talktime cannot be carried forward from previous operator, the subscriber will have to
purchase these afresh. ii) While on VIL’s network lifetime validity will be according to the period VIL is allowed to
operate iii) The number porting is subject to VIL’s document and physical verification processes iv) In case MNP
request is rejected for any reason, documents submitted will not be returned

39. As per govt regulations, for connections without any usage (Voice/Video calls, Outgoing SMS, Internet usage, VAS
purchases with balance) for 90 days, following actions are liable to be performed by VIL.
i) For subscriber with < Rs. 20 balance, all services will be deactivated pending payment of Reactivation Fee for a period
of 15 days. Number will be disconnected on Non Payment of said Fee within this period.
ii) For subscriber with > Rs. 20 balance, Automatic Number Retention Scheme will be put into effect - Rs 20 will be
deducted and services will continue for 30 Days. If there is no usage till the end of this period, Point i or ii may come
into effect, depending on the balance.

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